Patients
Search every patient at the clients your network serves, and open the patient record to read forms, visits, orders, prescriptions, labs and documents.
Patients is the searchable list of every patient account belonging to a client your provider network serves, and it is the door into the patient record.
Questions people ask about this page
Why is there no Patients item in my sidebar?
Because you are signed in as a Provider Network Admin. Only Provider and Provider Delegate have /patients. A Provider Network Admin reaches patient context from ASYNC Visits, SYNC Visits, Orders, Prescriptions or Messages instead — every one of those tables has a patient cell that opens the same patient record.
I can see the patient but I cannot claim their review. Why?
Seeing a patient is not permission to treat them. Claiming is checked separately on ASYNC Visits and it can fail for four reasons, each of which shows as a tooltip on the greyed-out Claim button: This Visit is missing its canonical Visit link., This Visit is missing its chart review link., This encounter involves controlled medications and requires a provider with a DEA license., or This visit's protocol is not in your Preferred Protocols.
Why does the same person appear twice?
A patient account belongs to one client. If the same human signed up under two of your network's clients, that is two accounts with two histories. Check the Client column before you open anything.
What does Status mean here — is it their account or their care?
For a Provider it is a derived action status, not the raw account state: Active, Account Setup Required, Forms Required, Sync Visit Required, Archived. A Client Admin looking at the same patient sees the raw account status instead, so the two of you can honestly describe the same patient with different words.
Where is the Chart Reviews tab people mention?
It is switched off in the product. The patient record has no working Chart Reviews tab; a link that asks for it is rewritten to the first available tab. Use the Visits tab, or go to ASYNC Visits.
Can I add a patient here?
No. There is no Add Patient button for any provider-network role. Patients are created by the client, by the client's storefront, or through the client's API.
Why can't I see the Patient actions menu that a client admin has?
The overflow menu in the record header (Activate / Deactivate, Send Magic Link, Login as User, Delete Patient) is limited to Super Admin, Client Admin, Client Staff and Provider Delegate. A Provider never sees it.
Where to find it
Left menu → Patients. Direct link: /patients. Visible to: Provider and Provider Delegate only. A Provider Network Admin has no Patients menu item and no /patients route.
Finding a patient is not permission to treat them. Client assignment, active provider status, patient-state licensure, visit assignment and controlled-medication rules are all checked at the moment work is claimed or started — not here.
What is on this page
| What you see | What it does |
|---|---|
| Heading Patients | Page title. Subtitle reads View patients in your network. |
| Total Patients | Count card. Every patient account in scope. |
| Active Patients | Count card. |
| Action Required | Count card. Account setup, required forms, and sync-visit-required patients added together. A Provider Delegate sees Archived Patients in this slot instead. |
Search box Search by name, email, phone, or client… | Filters the table as you type. |
| All statuses | Filter: Active, Account Setup, Forms Required, Sync Visit Required, Archived. A Provider Delegate gets only Active and Archived. |
| All clients | Filter. Shown only when your network serves more than one client. |
| Created date | Date-range filter. |
| Sex at Birth | Filter. |
| All sources | Filter. API = created through the client's API; In app = signed up in the portal. |
| Clear filters | Resets every filter at once. |
| Export CSV | Exports Name, Email, Phone, Created At, Client, Status. |
| Table columns | Name, Email, Phone, Created At, Client, Status, Actions. |
| Row click | Opens the patient record over the page and puts ?patient=<id> in the address bar, so the record is linkable. |
How to find a patient and open their record
Open the page
In the left menu, click Patients.
Search something unique
Type the full email address into Search by name, email, phone, or client…. Names repeat; email addresses do not.
Clear stale filters if the count looks wrong
Click Clear filters. A leftover All statuses selection is the usual reason a patient "disappears".
Check the Client column
Confirm the row belongs to the client you expect before you open it.
Open the record
Click anywhere on the row. The patient record opens on the Profile tab.
Move between sections
Use the tabs across the top of the record. The address bar tracks them as ?patient=<id>&patient_tab=<tab>, so you can paste a link straight to a patient's Labs tab.
Close it
Click Close dialog (the X). You return to the list with your search intact.
Every tab in the patient record
| Tab | What is in it |
|---|---|
| Profile | Card Profile Overview plus Custom fields, Allergies, Current medications, Surgical history, Prior medical conditions, Weight journey, Treatment context, Source partner. |
| Forms | Everything the patient has submitted: Submitted, Form Name, Category (Consent or Intake), Owner. A second card, Pending Form Requests, lists what is still outstanding. Opening a submission first shows the dialog Viewing Protected Health Information. |
| Visits | Columns Timing, Last Updated, Visit Type, Provider, Status, Actions. Header button Schedule. Row actions Open visit and Cancel visit. |
| Orders | Date, Product, Pharmacy, Type, Amount, Status, Order #. |
| Prescriptions | Prescribed, Medication, Provider, Pharmacy, Status, Last Updated, with View details on each row. |
| Labs | Two sub-tabs, Lab Results and Lab Orders. Buttons Request Lab and Upload Lab. |
| Documents | Uploads and notes: Uploaded, Name, Type, Actions. |
| Messages | The patient's conversation, in the record. Hidden when your network's messaging policy blocks provider-to-patient messaging for that client. |
| Activity | Heading Patient activity. Category filters Care & operations, Navigation, Interactions, System. |
A Chart Reviews tab is defined in the code but hard-disabled, so it never renders. Do not look for it.
Down the left side of the record is a Comments rail for staff notes about this patient. Each comment is posted as either Internal (Internal. Provider Network users only.) or Shared (Shared. Shared with the client.) — choose before you click Post comment, because that choice decides whether the client's staff can read it.
Statuses you will see here
| Status | What it means | What to do |
|---|---|---|
| Active | Account is set up and nothing is blocking care. | Nothing. |
| Account Setup Required | The patient has not finished onboarding, so core features are blocked for them. | The client's staff nudges the patient. You cannot complete it for them. |
| Forms Required | Required intake or consent forms are unfinished. | Their order stays blocked until they submit. Check the Forms tab for what is outstanding. |
| Sync Visit Required | The workflow needs a live video visit before care can continue. | Book it from the record's Visits tab → Schedule. |
| Archived | The account was archived. | Nothing. Note the collision below. |
A deactivated patient also reads as Archived to a provider — the deactivated state has no provider-side label and falls through to the archived one. If a client tells you a patient is "deactivated, not archived", believe them.
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| No Patients item in the sidebar | You are a Provider Network Admin. | Open the patient from a row on ASYNC Visits, SYNC Visits, Orders, Prescriptions or Messages. |
No patients found. Try adjusting your filters. | A filter is still applied. | Click Clear filters, then search the full email. |
No patients yet. Get started by adding your first patient. | No patient records are in scope at all. | Confirm your network actually has an active linked client with patients. |
| Patient is missing after they just signed up | The search index has not caught up. | Wait a moment and search again by exact email. |
Heading Access Denied / You do not have permission to view patients | Your role has no access to this page. | Check which account you are signed in as in the bottom-left profile block. |
| The Messages tab is missing from the record | The network's messaging policy blocks provider-to-patient conversations for that client. | Ask your Provider Network Admin about Settings → Messaging. |
| You cannot archive, deactivate or send a magic link | Those actions belong to Client Admin, Client Staff and Provider Delegate. | Ask the client's staff. |
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